Shipping, Returns & Refunds

Shipping

We ship to Great Britain and Northern Ireland. In-stock pieces leave the workshop within 2 working days; made-to-order pieces ship after the lead time shown on the product page (typically 3–4 weeks). You'll get a confirmation when your order is on its way.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving it — no reason needed. Tell us by email within that window, then return the piece within 14 days of telling us.

Condition of returns

You're welcome to handle a piece as you would in a shop. If it's been used beyond that and its value is reduced, we may make a proportionate deduction from your refund. Please pack it well — ideally in its original box.

Return postage

For a change-of-mind return, you cover the cost of sending the piece back to us. If a piece arrives faulty, damaged, or not as described, we cover return postage — just contact us first.

Refunds

Once we've received the piece back (or you've shown proof of return), we'll refund you within 14 days, to your original payment method. For a 14-day cancellation, your refund includes the standard outbound delivery cost; any extra you paid for a faster delivery option isn't refundable.

Faulty or not as described

Your statutory rights are unaffected by anything above. Under the Consumer Rights Act 2015, if a piece is faulty or not as described you have a 30-day right to reject it for a full refund, and rights to repair or replacement after that. We'll always put a genuine fault right — and because our pieces are oil-finished, many marks can simply be re-oiled back to life.

Two different things. If a piece we made goes wrong within 12 months, we put it right free under the workmanship guarantee. The Refresh Service is separate and paid: it restores any wooden board, including boards we didn't make and boards long out of guarantee. See the Refresh Service →

Made-to-order pieces

Our made-to-order pieces are standard catalogue designs that we make after you order — so your 14-day right to cancel still applies to them. The cancellation right only falls away for items genuinely personalised or made to your own specification (a true commission); if you ever order something bespoke, we'll make that clear at the time.

How to start a return

Email studio@timbermere.com with your order number and we'll guide you through it. See also our Terms of Sale.